Challenge

Royal Bank of Scotland (RBS) serves 1.8 million personal

customers and more than 110,000 business customers who

visit the company’s knowledge base 2.5 million times per

month. Over 30,000 customer service agents are needed to

answer the 650K to 700K questions they receive per month.

Before turning to Bold360 ai, fielding this huge amount of

customer inquiries was an entirely manual process, and any

data from these interactions was captured in an Excel file. If an

agent didn’t know the answer to a question, they would have

to stop their workflow to speak to a team manager, and then

return to the customer with an answer. Being placed on hold

frustrated customers and translated into increased customer

support costs for the company.

RBS needed an intelligent knowledge management

platform to help contact center agents resolve customer

issues more efficiently.

The company’s top strategic goals were:

1- focus on digital-first engagement and

2- reduce customer complaints.

CASE STUDY

Bold360 ai reduced RBS’s call handling time in a

matter of weeks by answering front-line queries

coming from the company’s mobile application, and

by quickly providing agents with answers to more

complex customer questions.

“RBS needed an

intelligent knowledge

management

platform to help

contact center

agents resolve

customer issues

more efficiently.”

1.8m

110k

personal customers

business customers

Royal Bank of ScotlandRBS reduces call handling time within weeks of implementation.

SolutionRBS chose Bold360 ai to power their knowledge

base because it instantly gives agents contextual

information about the customer and presents

relevant solutions to agents on-the-spot. Agents

no longer had to remember answers to every

question or place customers on hold to seek

more information.

RBS first implemented the solution in a sandbox

testing environment to see how it works, and to

build a critical mass of content that could be used

in the real world. They utilized the platform’s label-

ing feature – a simple and straightforward way to

organize content in the knowledge base. Using

the labeling tool freed up time for management so

they could focus on optimizing the type of content

the company was creating.

Simon Johnson, Head of the Digital Customer

Experience at RBS, lauded Bold360 ai’s quick

implementation time: “You don’t need technical

folks with coding experience to drive and support

the product—a big plus compared to what we

were using with Oracle and IBM previously.”

ResultsSince implementing Bold360 ai in September

2016, the platform has made many of RBS’s

processes more efficient, ultimately increasing

customer satisfaction. Contact forms are starting

to be assigned and used by both product and

marketing teams, which previously acted in silos.

The Voices Dashboard aggregates customer

feedback and clearly displays where the company

needs to add content to the knowledge base.

Now, customer service agents resolve issues

faster and can focus on high-value areas of the

customer experience.

The best part? Implementation was so much

quicker and easier than expected. A prior system

had taken 9 months to set up, but with Bold360

ai, RBS was up-and-running and seeing reduced

call handling time in merely 6 weeks.

Because of the success achieved with the desk-

top deployment, RBS also rolled out Bold360 ai’s

self-service chatbot on its mobile application.

This reduced the load on agents and fed informa-

tion back into their knowledge base, making the

system smarter and more impactful.

“You don’t need technical folks with coding

experience to drive and support the

product—a big plus compared to what we were

using with Oracle and IBM previously.”

-SIMON JOHNSON, Head of Digital Customer Experience

Bold360 ai has made many of RBS’s

processes more efficient, ultimately

increasing customer satisfaction.

Contact forms are starting to be assigned and

used by both product and marketing teams.

Customer service agents now resolve

issues faster and can focus on high-value

areas of the customer experience.

RBS also rolled out Bold360 ai’s self-

service chatbot on its mobile application

which reduced the load on agents and fed

information back into their knowledge base.

Smarter call handling

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